What are the responsibilities and job description for the Help desk specialist position at Anne Arundel Workforce Development Corporation (AAWDC)?
Description
The Help Desk Specialist will be responsible for maintaining operations oversight and situational awareness of the Continental United States (CONUS) Secret Internet Protocol Routed Network (SIPRNet) and Global Command and Control System (GCCS) Management Centers.
Also responsible for providing Tier 1 and Tier 2 technical support for both GCCS and Joint Planning and Execution System (JPES), utilizing established customer-provided knowledge base, Standard Operating Procedures (SOP), ticketing system, and other system administration guidelines.
Key Responsibilities
- Respond to and diagnose UNIX / Linux problems through discussion with users and provide Tier 1 and 2 technical support by functioning as focal point for GCCS and JPES (emphasis on UNIX / Linux) and user problem resolution to include providing end-to-end ownership of incidents with actual or potential impact to operations and ensuring a timely process through which incidents / problems are controlled
- Provide technical support for UNIX / Linux systems / applications within the SIPRNet and GCCS Management Centers to identifying, researching and resolving technical problems in a timely manner in response to customer incidents received via telephone calls, email and personnel requests with the intended goal to quickly resolve incidents on first contact
- Utilize customer-provided knowledge base and ticket management system to enter, document, track, coordinate, route, resolve, and close user ticket issues to include creating and maintaining a central repository for technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support, and assisting with monitoring and reporting performance metrics
- Exercise sound judgement in developing methods, techniques, and evaluation criteria associated with obtaining results under this contract to include monitoring Key Performance Indicators (KPI) and recommending innovations to improve and enhance overall work center operations
- Interact with technician across multiple disciplines to include, but not limited to networking, Tier 2 and 3, and application support, customers and contract leadership relating complex technical issues / solutions in a manner to establish effective partnerships / relationships in support of accomplishing the work required
- Improve the customers operating environment by providing expert support while also maintaining the cybersecurity / IA posture of systems / hardware managed / administered for both JSSC and JSSCs customers assets
- Compliance with all safety and security requirements, policies, and procedures; worksite access protocols and updates, training requirements, required certifications, and other duties / projects as assigned
Skills, Knowledge and Expertise
- Minimum Active Top Secret Clearance with the ability to be Sensitive Compartmented Information (SCI) indoctrinated; AND,
- Highschool diploma; AND,
- DoD 8570 Information Assurance Technical Level II (IAT-II) Certification (CompTIA Security CE); AND,
- 5 years of technical experience such as administering UNIX / Linux support / administration in an enterprise-level, network environment, open or complaint systems, large-scale computer system or multi-server local area network.
Benefits
We offer a premium base salary with compensation commensurate with experience. We provide a robust benefits package including Tuition Reimbursement, 401K Match, BCBS Health Coverage, and Paid Time Off EVEN YOUR BIRTHDAY!
AAWDC is a nonprofit corporation that provides innovative, high-quality workforce development services to Anne Arundel County businesses and residents.
We are the bridge between understanding the workforce and talent development needs of local and regional businesses and preparing individuals to meet their full career potential.
Therefore, the job postings in this section are not directly associated with our organization ; instead, they are featured here as a service for one of our business partners.
Last updated : 2024-11-21
